3 Things You Can Do To Reduce Risk While Serving Customers

By Chip Phillips on May 19, 2020
Tags: Business Operations, COVID-19 Resources, Safety

One of the easiest ways to keep everyone safe as businesses reopen is to minimize face-to-face interactions. But for many businesses, avoiding direct customer contact presents significant hurdles to completing your daily tasks. Fortunately, there are ways to adapt your processes to reduce risk while serving your customers.

Replace In-Person Interactions with Digital Solutions

One sure way to reduce potential exposure risks is to move from paperwork and in-person hand-offs to sending information electronically. Whether it’s invoices or HR forms, going paperless will keep you and your team safer and speed up the way you work. 

Adding a new process or software may feel like one more thing on your already very long to-do list, but the right tools will actually save you time and energy, and give you peace of mind that your employees and customers are safe. 

There are a number of paper forms and in-person interactions that can be converted to digital and remote processes:

  • Generate invoices and receipts and send them to customers as a PDF attachment via email
  • Complete home and worksite inspections with a digital checklist, using the camera on your mobile device to capture images showing completed work or the condition of a particular area
  • Capture electronic signatures from a computer or mobile device. This is ideal for getting management approval on daily tasks, or acquiring customer signatures for completed work.
  • Conduct meetings or provide classes and educational resources via video webinars
  • Send job details to workers in the field with text messaging, dispatch, and GPS systems
  • Utilize video modules as job training for new and existing employees in remote spaces
  • Provide telemedicine visits and client consultation via direct video calls

The right digital solution will ensure that you’re taking care of not just your team, but the people they care about, too.

Implement Health Screenings and Distancing Practices

There are many businesses where moving to completely remote procedures is not an option. It is still crucial to adopt new processes that will protect essential workers and reduce risk while serving customers.

Employee health screenings are vital for companies who work directly with the general public or have team members who must be in close contact. Instituting a daily pre-shift health screening will reduce employee risk by rapidly identifying signs and symptoms of the Coronavirus. 

It is also important to establish new sanitation and distancing guidelines for your workplace. This should include a combination of measures, including:

  • Install plexiglass shielding and rearrange workspaces to reduce points of contact
  • Provide PPE (masks and gloves) to your team members, making sure they are worn properly during every interaction with employees and team members
  • Cancel gatherings of people (including meetings, conferences, and in-person events)
  • Arrange no-contact deliveries and pick-ups for customer orders
  • Clean and disinfect frequently touched surfaces daily
  • Ensure hygiene supplies are easily available and stocked
  • Post signage and floor markings to communicate new building and distancing protocols.

Keep Your Customers and Staff Informed

Once you establish new digital and distancing processes, it is important to document and distribute them to your team. This keeps your team aware of the latest guidelines and processes, helping them understand how these new procedures mitigate exposure risks.

It’s also helpful to let customers know in advance what to expect as your business procedures change to keep them safe. 

Laminated workplace signage and digital advertising (emails, website banners, etc.) or your regular channels of communication (email, phone, or SMS) are great ways to speak directly to the people you serve. Customers will appreciate that you are prioritizing the safety of your team and community.